Customer Support Specialist

PracticeTek; United States; Remote; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Possible bonuses or equity

Job summary

PracticeTek is seeking an experienced support specialist to assist RevolutionEHR customers nationwide. The role focuses on resolving software questions, guiding users through workflows, and coordinating with internal teams to deliver high-quality service.

The ideal candidate has eyecare exposure, strong communication skills, and a proactive approach to problem-solving in a fast-paced healthcare tech environment.

Qualifications

• 2 years of eyecare experience required or preferred.
• Experience in customer service, technical support, SaaS support, or help desk is advantageous.
• Healthcare/EHR/optometry industry experience is a plus.

Responsibilities

• Provide timely, professional support to RevolutionEHR customers via phone, chat, email, and support cases.
• Troubleshoot navigation, workflows, configuration, and system functionality; escalate when needed.
• Document interactions and troubleshooting steps; communicate status and next steps to customers.
• Collaborate with SMEs, Product, Development, and Billing to resolve issues and improve experience.
• Maintain knowledge of RevolutionEHR features, security, and HIPAA requirements; participate in training and process improvement.

Skills

Customer service

Technical support

SaaS support

Eye care knowledge

Job description

About PracticeTek

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
• Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.
• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match to help you build your future
• Culture Committee driving initiatives that spark connection, fun, and belonging
• A workplace powered by innovation, collaboration, and energy every day

RevolutionEHR is a leading cloud-based Electronic Health Record (EHR) and practice management platform serving more than 4,500 providers and 20,000 users across the United States and Canada. As part of the PracticeTek family, RevolutionEHR empowers eye care professionals with innovative technology solutions that simplify practice operations, improve patient care, and support business growth.

What You’ll Do

• Provide timely, professional support to RevolutionEHR customers across phone, live chat, email, and support cases, resolving questions and issues with clear, accurate guidance.
• Troubleshoot customer-reported issues involving navigation, workflows, configuration, and system functionality, using available resources and escalating when additional expertise is required.
• Own assigned customer cases through resolution by documenting interactions and troubleshooting steps accurately, communicating status and next steps, and providing appropriate follow-up.
• Partner with SMEs, Specialty Teams, Product, Development, Implementation, Billing, and other internal teams to resolve customer concerns and identify recurring issues that may improve the customer experience.
• Maintain current knowledge of RevolutionEHR functionality, product updates, support procedures, and applicable security, privacy, and HIPAA requirements while contributing to training, coaching, and process improvement.

How Success is Measured

• Customer cases are handled with consistent quality, professionalism, responsiveness, and appropriate follow-through.
• Customer issues are accurately diagnosed, resolved, or escalated to the appropriate internal team without unnecessary delays.
• Case documentation is complete, accurate, and maintained in accordance with established support processes.
• Performance expectations for quality, productivity, responsiveness, customer experience, attendance, and schedule adherence are consistently met.
• Customer and internal-team feedback contributes to improved support processes, knowledge resources, and the overall customer experience.

What You Bring

• 2 years of eyecare experience is required; RevolutionEHR experience is preferred.
• Previous customer service, technical support, SaaS support, or help desk experience is preferred; healthcare, EHR/EMR, practice management, or optometry industry experience is a plus.
• Strong verbal and written communication skills, including the ability to explain complex software functionality in a clear, easy-to-understand way.
• Strong troubleshooting, critical-thinking, problem-solving, organizational, and time-management skills, with the ability to independently research customer questions and recognize when escalation is necessary.
• A customer-focused, collaborative approach with strong attention to detail and the ability to manage multiple customer interactions while remaining professional and solution-focused in a fast-paced environment.

The Fine Print

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay $19.50-$23.50 per hour. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.